ABC Drivetrain Parts & Service, Inc.

hank you for mediating this disputeMr*** vehicle was originally brought to us from another shop that had created a problem in the rear differential from an improperly performed serviceWhen we diagnosed the problem and gave them a price it was to install a posi-traction differential unit
and a bearing set that was paid for by the other shopMr*** at this point had zero dollars out of pocket to usBefore he brought the car he asked if while we were doing the repair we would upgrade the gear set and we said that would be fineAt that point in time we did not discuss who would buy the gearsRight before he brought the car we discussed the gears and he stated he could get them a little cheaper and claims at this point there was a miscommunication about the warranty, but it is plainly and openly posted that there is no warranty on customer supplied partsFurthermore, there is no warranty on any vehicle that is modified from stock applications and 90% of the ring and pinions you buy state that noise is not a warrantable failure and that all gear sets may have a small amount of noise to themThe reason we sold Mr*** a second setoff gears was because the outfit he bought the first set of gears through wanted the old gears back before they would send another setWe told Mr*** that we could not leave the car sit on a lift and hold production at a stand still, so we sold him a set of gears and he was going to return his first set for a refundThe second set had a very similar noise and the finding on the first set was improper break in procedure by the customer and they refused to give him a refund for a customer created failureWe have a copy of that report if you would like to see itSince the second set has an identical noise Mr*** most likely did not follow the procedure for the second set eitherWe did not give Mr*** a warranty, which is clearly stated on the paperwork he signed, because of the modifications beyond the stock applicationWe made an attempt to help Mr*** get his money back on the fist set but when he called and was very rude to our service writer about the situation we told Mr*** good luck we were done trying to help him outThank you for your efforts we hope you have a Merry Christmas and a Happy New Year!

We believe that their is nothing further to dispute. Due to the findings from [redacted] which is attached, and the fact that the original company will not give Mr. [redacted] a refund due to the same circumstances, we will not be issuing any type of refund or credit. Thank you for your time in mediating this complaint.

The paperwork clearly states the warranty in its entirety. As for the metal he has pictures of in the fluid that could be coming from the axle that needs to be replaced and is documented in the paperwork he signed, there is no way to prove or disprove that. The first set of repairs was done for [redacted] in [redacted] because they had messed their repair and we were attempting to help them correct their error. The paperwork states that if the vehicle does not receive a proper break in that the warranty will be void and the attachment on the first response shows that the cause of failure from [redacted] warranty department clearly states the cause was improper break in procedure not an improper installation. We can only stress the importance of a proper break in but we cannot be with the customer to ensure that they comply. At no point in the conversation did I tell Mr. [redacted] that we would pay him for his set of gears if his warranty did not cover them. We were willing to get his car back in here and try to address the issue, but Mr. [redacted] did not want that he just wanted money refunded and the paper he signed clearly states the voided warranty if proper break in was not performed. There isn't a gear set that you can buy that will last if you do not break them in properly. I attempted to help Mr. [redacted] get his money back on his first set of gears but when his demeanor changed and he became impatient and rude with my service writer on the phone that is when I told Mr. [redacted] that he was on his own and good luck. Our company does not feel that we should issue any type of refund to Mr. [redacted] because we feel that everything was explained adequately. The parts company has already ruled that the failure was created by the customer and not the business which is why they also refused to give Mr. [redacted] a refund. Thank you for your time and due diligence on this complaint.